IT Business Development & Project Manager

Job Title: IT Business and Program Manager

Department: Business and Technical Operations
Location: Petaling Jaya, Selangor
Reports to: Director

Job Overview

The IT Business and Program Manager will be responsible for overseeing the business development, sales, and program management aspects. The role involves managing the business department, providing sales support, and handling customer accounts, alongside leading the delivery of technical projects and managing customer relations. The successful candidate will play a crucial role in driving the company’s growth, coordinating resources, and ensuring the success of cloud-based telephony and IT projects.

Key Responsibilities:

Business Development

• Sales Support: Provide advice and assistance on sales inquiries. Manage and nurture customer accounts to maintain long-term relationships.
• Sales Development: Research trends in the phone system market and offer data-driven insights to support the company's growth.
• Advising Sales Division: Support the sales cycle, providing updates on sales progress and offering training, product knowledge, and guidance to internal teams (including Zendesk, SI partners, and freelancers).
• Post and Presales Sales Management: Lead upselling, cross-selling, and the processing of new sales orders from existing customers.
• Process Customization: Provide customized advice to sales teams on solutions tailored to customer needs.

Program Management

• Customer Care: Ensure 24/7 availability to handle incoming customer calls and support requests.
• Customer Service & Technical Support: Handle customer inquiries, technical issues, and installation requests, giving them the highest priority.
• Project Coordination: Manage project timelines, ensuring timely delivery of solutions such as number porting, IP phone installation, and customized features.
• Stakeholder Management: Assess and manage customer expectations, ensuring clear communication and alignment with agreed project requirements.
• Team Leadership: Manage and lead technical and administrative teams to ensure projects are delivered according to expectations. Brief the team on timelines, deployment plans, and customer-specific requirements.
• Installation and Onboarding: Oversee the entire onboarding process, from customer sign-up through to the setup of IP phone systems and other endpoint requirements.
• Cross-Project Coordination: Ensure resource allocation, manage risks, and oversee the coordination of multiple projects while keeping an eye on overall costs and deadlines.
• Documentation: Create and maintain project documentation, including risk assessments, service reports, and operational procedures.
• Hands-On Role: In some cases, take direct involvement in installations and ensure they are completed to the highest standard.

Customer Relationship Management (CRM)

• Customer Success: Develop and implement strategies for customer success, ensuring that clients receive the best possible support and solutions.
• Communication Management: Act as the primary contact for all customer communications, ensuring smooth project delivery and closing out projects with comprehensive service reports.
• Post-Project Follow-Up: Provide ongoing support and health checks for business relationships after project completion.

Business Management

• Health Checks: Conduct regular assessments of business operations to ensure departmental goals are being met.
• Business Support: Offer business insights and recommendations to the CEO as needed, supporting overall strategic goals.

Product Training

• Provide necessary product training and updates to sales, technical, and support teams to enable effective customer interactions and project execution.

Qualifications:

• Bachelor’s Degree in Business, IT, or a related field.
• Proven experience in program management and business development within a cloud/IT solutions environment.
• Strong leadership skills, with experience managing technical teams.
• Excellent communication skills, with the ability to manage multiple stakeholders.
• Strong understanding of sales cycles, CRM systems, and customer support processes.
• Familiarity with IP phone systems, number porting, and cloud-based telephony is a plus.